Troubleshoot Okta Verify on macOS devices

Learn how to troubleshoot Okta Verify problems on macOS devices and how to report issues.

If your problem persists, contact your help desk.

How do you report Okta Verify issues?

In the menu bar extras, go to Okta Verify > Report Issue. Provide the required information and submit your report. Logged data is included automatically. This data is anonymous and can help Okta troubleshoot your problem.

See Share diagnostic information with Okta from your macOS device.

Can you install Okta Verify on multiple devices and add the same accounts to each installation?

Yes. See Add your current Okta Verify account to another macOS device by Bluetooth.

The Account Details page displays an error message: Your device or account was invalidated for use on Okta Verify

Your Okta Verify account is no longer valid, so it can no longer be used. If you have the option to re-enroll, re-enroll your account. Otherwise, contact your help desk.

How do you disable Touch ID?

See Disable Touch ID on macOS devices. Note that if Touch ID is required by your organization, you can’t disable it. Also, if your app requires Touch ID, it might not be accessible if Touch ID is disabled.

Why does the Setup Touch ID message appear when you use a Magic Keyboard with Touch ID for authentication?

This is a known issue. It occurs if the Magic Keyboard with Touch ID disconnects from your desktop device during enrollment or authentication. Okta Verify assumes that Touch ID is not set up on the device, so it prompts you to enable Touch ID. To avoid this issue, make sure that the Magic Keyboard is correctly connected to the desktop device, the Touch ID sensor is accessible, and that the hardware works as expected.

After changing the Touch ID setting on the device, the Sign in with Okta FastPass option still appears in the list of authenticators, but it’s not working.

Disable Touch ID in Okta Verify, and then enable it again.

See Disable Touch ID on macOS devices, and Enable or update Touch ID on macOS devices.

Sometimes you're not prompted for Touch ID when you try to access a restricted resource through Okta Verify.

This is a known issue for macOS 11 (Big Sur) and earlier, but Apple has fixed the issue for macOS 12 (Monterey). You can avoid this issue in the future by updating your device to macOS 12 (Monterey). To resolve this issue now, restart Okta Verify.

If you're locked out of Touch ID, how do you enable it again?

See Unlock Touch ID on your macOS device.

Unable to access the Google Drive File Stream native app.

This is a known issue. As a workaround, click the Sign in with your browser instead link in the lower portion of the page to access the app.

After you delete Okta Verify, can you reinstall it and set it up without contacting the help desk?

If you can, install Okta Verify from the Apple App Store and then add an account to register your macOS device. If you don't have an Apple ID or if your laptop is managed by your organization, contact your help desk.